17. 6. 2019
Come to the ITIL Training to EDU Trainings.
ITIL is used by millions of professionals around the world. Companies are based on ITIL. Organizations annually invest heavily in adopting and adapting ITIL to their business processes and upgrading their staff to ITIL qualifications.
We have completed several ITIL 4 Foundation trainings. We asked lecturers Ludmila Vráželová what the ITIL participants most often ask about.
There are a lot of questions, we’ve chosen the top 10 most popular for you:
Answers are below and if you are interested in other answers, we would like you to a ITIL training at EDU Trainings.
Newly, the ITIL 4 delivery of IT services to business is described as the Service Value System. Service Value System is the entire system that has following components:
Principles – certain “rules” how to deliver services (for example, iteratively);
Practices – such as processes and functions;
Continuous Improvement and
Service Value Chain – a service life cycle equivalent.
Processes are still in use. They are “hidden” under the more general name “Practices”.
ITILv4 has a different structure. The Service Value System and the Service Value Chain have replaced the service lifecycle. ITILv4 includes some new concepts, such as value stream mapping. Qualification scheme changed – ITIL Foundation is followed by ITIL Managing Professional and ITIL Strategic Leader.
Service Value Chain (SVCH) is similar to the service lifecycle – the original Service Strategy, Service Design, Service Transition, Service Operations, and CSI. SVCH has 6 components: Engage, Plan, Design & Transition, Obtain & Build, Deliver & Support and Improve. Unlike the original service lifecycle, which was presented and used predominantly sequentially – first Service Strategy, then Service Design, etc., SVCH components run in a different order, repeatedly, depending on the task to be performed by IT.
Each of the SVCH components is implemented by Practices, which are, among other things, processes. Thus, for example, Deliver & Support is implemented through, for example, the well-known Incident Management.
The Incident Management process, like most of the original ITIL 3 processes, is still available in version 4. Processes are modified and “modernized”. For example, Incident Management is complemented by the “swarming” technique, a term known from agile management. It is a way of dealing with an incident where other team members’ work is interrupted, and they all work together to deal with the incident until it is resolved. Swarming is a state or a situation where all team or department members solve the incident together.
We will be happy to advise you on selecting the ITIL training that is most appropriate for you or your company. Please contact us: email@example.com
We look forward to seeing you at EDU Trainings!